Volume 4, Issue 12, December – 2019 International Journal of Innovative Science and Research Technology

ISSN No:-2456-2165

The Influence of Efficiency, Reliability, and

Responsiveness towards E-Customer
Satisfaction on Redkendi Application
Faishal Haq Junaidi Mudji Sabar
Master of Management, Mercu Buana University Lecturer of Postgraduate, Mercu Buana University
Jakarta, Indonesia Jakarta, Indonesia

Abstract:- This research aims to analyze and evaluate

the influence of efficiency, reliability, and
responsiveness on E-Satisfaction in users of application
redkendi. The population in this research is 33
companies that have made transactions through the
online platform of PT Redkendi Andalan Mitra with 99
respondents. The data analysis technique used is
multiple linear regression analysis using SPSS 25. The
results showed that all X variables (efficiency, reliability
and responsiveness partially had a positive and
significant effect on the Y variable (e-satisfaction) and
all X variables (efficiency, reliability, and
responsiveness) simultaneously have a positive and
significant effect on the variable y (e-satisfaction) The
results of this research could be considered by
companies to determine policies that can be taken to Fig 1:- Redkendi Active User Target Achievement
increase customer satisfaction. Source: Secondary Data (2019)
Keywords:- Efficiency, Reliability, Responsiveness, e- From Figure 1 shows that overall in the second quarter
Satisfaction. (Q2) active users of the RedKendi application can be said
to be far from the expected target despite an increase. There
I. INTRODUCTION was a gap of > 30% from the expected target in the second
quarter (Q2).
PT. Redkendi Andalan Mitra (Redkendi) is a B2B E-
Catering Marketplace, a company that aims to help catering
SMEs to gathering both catering and customers who need
catering services. Redkendi committed to always partnering
with catering companies that promote hygiene, quality
standards, timeliness, and training of waiter services so
could provide satisfaction to the customer. PT Redkendi
Andalan Mitra as the first B2B E-Catering market place in
Indonesia, has a caterer partner with a production capacity
of 60,000 servings per day. With its current production
capacity, PT Redkendi Andalan Mitra is the first B2B E-
Catering market place market leader in Indonesia.
However, in reality the company has a lot of challenges and
constraints faced problem to achieved the target portion of
the active portion of the Redkendi application and also
target achievement of using the Redkendi application. At
present the achievement of the Redkendi application can be
Fig 2:- Recapitulation of Target Achievement of Portions
said to be very far from what has been set by the company.
on Service
Following the recapitulation of Target Achievement set by
Source: Secondary Data (2019)
the company, namely Active Users and Portion on Service
in the Redkendi application.
From Figure 2 above it can be seen that the target
achievement of portions on service Redkendi partners has
decreased every month in the Second Quarter (Q2). In July
the real achievement was around 48% of the targeted
portion. and in August the real achievement was around

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Volume 4, Issue 12, December – 2019
30% of the target, so there was a decreased of around 18%
from July while in September the real achievement was
around 18% from the target where there was a decrease of
around 12% from August and around 30% from July. It can
be said that the actual amount of portions on service of
Redkendi partners does not reach the target every month.
From the results of the company data in Q2 it shows that
the company is facing problems in achieving the marketing
targets. This is certainly not fits with the company's
marketing target to increase portions on service with Daily
active users. It could be concluded that there is a gap
between the achievement of the application and the
achievement of the portion of the expected target.
This phenomenon clearly shows that the customer
satisfaction whom conducted the transactions through the
Fig 3:- The Factors that Influence user Satisfaction Redkendi Application
Source: Pre-survey Results (2019)
The results obtained in pre-survey show the three
main variables selected by the customer which are the main
factors that influence customer satisfaction in any kind of
transactions using the Redkendi application. So the
researchers conducted a research entitled to "The Influence
of Efficiency, Reliability, and Responsiveness Towards E-
Customer Satisfaction on Redkendi Application".
II. THEORITICAL REVIEW
A. Efficiency
Zeithaml (2002) states that efficiency is the ability of
customers to be able to access a website and can easily find
the desired product and able to log in or log out very easily
without requiring a lot of effort. Parasuraman, et.al. (2005)
conceptualized the service quality as an ESERVQUAL
model that includes seven dimensions, one of which is
Efficiency which relates to how easily users find
information on a website without interaction with
customers, online customers need to find any information
about the product or service that they're looking for. In
addition beside those convenience factor, the speed factor is
also very influential to attracting customer interest in using
IJISRT19DEC628 www.ijisrt.com
International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
Redkendi platform is very low and far from the the
company expectation. To find out more about this
satisfaction in conducting online transactions, as a first step
of this research, the researchers has to conduct a
preliminary research of the factors that allegedly influenced
the satisfaction of Redkendi application users, such as:
application systems, trust, vendor quality, social and
cultural environment, efficiency, reliability, responsive,
safety and quality. From all these factors the efficiency
becomes the main factor that makes customers feeling not
fully satisfied with theirs expectations in doing transactions
through platforms with a percentage of 80.6% then
sequencely there has reliability (77.4%) and Responsive
with a percentage of 71%.
the site, the better performance of a website in providing
the data, the more often customer would use the online site.
B. Reliability
Zeithaml (2002) stated that Reliability technically has
influences to the functions of an application or website
where it can be function as it should consistently and
reliably. According to Tjiptono and Chandra (2016: 137)
Reliability relates to the ability to provide an accurate
services from the first time without giving any errors and
delivering services according to the agreed time.
Furthermore Tjiptono and Chandra (2016: 178) state that
Reliability relates to the technical functionalist of the site,
especially the extent to which the site is available and
functioning as it should without the constraints or attacks
from a virus.
C. Responsiveness
Zeithaml (2002) states that Responsiveness is the
ability of a website or application to provide appropriate
information exactly when there is a problem in its
use. According to Tjiptono (2012: 174) Responsiveness is
the ability to help customers quickly to meet their needs.
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Volume 4, Issue 12, December – 2019
While Parasuraman and Barry (2005) state that
Responsiveness is a fast response and the ability to help if
there are problems or questions. The responsiveness of an
online site is needed to increase the number of users,
several ways that can be maintained by providing an online
customer service with an automated system without A
human assistance. A site is also expected to handle
complaints quickly and appropriately so that users do not
have other reasons to access other sites and there would be
no similiar complaints that occur repeatedly in future
D. E-Satisfaction
According to Zeithaml (2002) identified seven
dimensions that make up the scale of "core online service"
and scale of "recovery online service". The three main
dimensions (efficiency, Reliability, and fulfillment) are the
core e-service quality scales used to measure customer
perceptions of the quality of services delivered by online
retailers. Meanwhile, the other 4 dimensions (privacy,
responsiveness, compensation, and contact) are the scale of
e-service quality recovery. According to Kotler and Keller
Fig 1:- Conceptual Framework
Source: Theoretical Review
F. Hypothesis
Based on the research background, literature review
and the research framework that has been described above,
the research hypothesis is as follows:
H1: Efficiency affects E-Customer Satisfaction in the
Redkendi Application
H2: Reliability affects the E-Customer Satisfaction in the
Redkendi application
H3: Responsiveness influences E-Customer Satisfaction on
the Redkendi application
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International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
(2006) states that "Customer Satisfaction is a person's
feeling of pleasure or disappointment resulting from
comparing a product's perceived performance (or outcome)
in relation to his or her expectations". The quality of
electronic services / e-service is defined as "the extent to
which the website facilitates shopping, purchasing and
shipping of products and services effectively and
efficiently" (Bressolles & Durrieu, 2011, p.4). Anderson
and Srinivasan (2003) further state that e-satisfaction is
described as gratification from customers that comes from
previous real buying experiences with certain electronic
trading companies (in Ting et al, 2016, p. 4). According to
Ranjbarian et al (2012, p. 1502-1504), there are 4 (four)
main dimensions that affect e-satisfaction: Convenience,
Merchandising, Site Design, and Security.
E. Conceptual Framework
From the explanation previously stated, Efficiency,
Reliability, and Responsiveness to E-Satisfaction in theory
and support of the results of previous research, the
framework of thought in this research as it follows:
H4: Efficiency, Reliability, Responsiveness simultaneously
influences E-Customer Satisfaction in the Redkendi
Application
III. METHODOLOGY
This research is a qualitative verification with a
survey explanatory research method conducted to examine
a particular population or sample. Data obtained through
questionnaire surveys and structured interviews. The
method of data analysis uses multiple linear regression
analysis with the help of SPSS version 25 to test
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hypotheses. The variables in this research are efficiency
(X1), reliability (X2), responsiveness (X3), and e-
satisfaction (Y). The population in this research is 33
companies that have made transactions through the online
platform PT Redkendi Andalan Mitra. The sample in this
research amounted to 99 respondents from 33 companies
that are currently actively using the Redkendi application.
International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
IV. RESULT AND DISCUSSION
A. Validity and Reliability Test
The results of validity test for all items of the
questionnaire statement on the variables efficiency (X1),
reliability (X2), responsiveness (X3), and e-customer
satisfaction (Y) have the value of r count > r table (0.198)
at the level of α = 0.05, so that it can be concluded that all
statement items are declared valid.

Num. rcount X1 rtable Info rcount X2 rtable Info rcount X3 rtable Info rcount Y rtable Info
1 .496** 0.198 Valid .765** 0.198 Valid .707** 0.198 Valid .592** 0.198 Valid
2 .506** 0.198 Valid .714** 0.198 Valid .755** 0.198 Valid .641** 0.198 Valid
3 .679** 0.198 Valid .780** 0.198 Valid .831** 0.198 Valid .568** 0.198 Valid
4 .656** 0.198 Valid .795** 0.198 Valid .832** 0.198 Valid .570** 0.198 Valid
5 .505** 0.198 Valid .759** 0.198 Valid .828** 0.198 Valid .556** 0.198 Valid
6 .636** 0.198 Valid
7 .425** 0.198 Valid
8 .357** 0.198 Valid
9 .346** 0.198 Valid
10 .447** 0.198 Valid
11 .423** 0.198 Valid
12 .370** 0.198 Valid
13 .499** 0.198 Valid
14 .411** 0.198 Valid
15 .361** 0.198 Valid
Table 1:- Validity Test
Source: Analysis Results Using SPSS version 25

Reliability test results of variable efficiency (X1), reliability (X2), responsiveness (X3), and e-customer satisfaction (Y) have
a Cronbach's Alpha value > the specified conditions are 0.6. Thus could be means that all variables in this research were declared
reliable.

Variable Cronbach's Alpha Term Info

Efficiency 0.714 > 0.6 Reliable
Reliability 0.797 > 0.6 Reliable
Responsiveness 0.803 > 0.6 Reliable
E-Customer Satisfaction 0.715 > 0.6 Reliable
Table 2:- Reliability Test
Source: Analysis Results Using SPSS version 25

B. Classic Assumption Test

The normality test results using the Kolmogorov-Smirnov Test, then get results obtained Sig of the four variables above
more than the value of α = 0.05, and the calculated KS value < KS value of the table (1.35 / √99 = 0.136). This can be concluded
that the data tested has a normal data distribution.

One-Sample Kolmogorov-Smirnov Test

Efficiency Reliability Responsiveness E-Customer Satisfaction
N 99 99 99 99
Normal Mean 3.368 3.218 3.335 3.599
Parametersa,b Std. Deviation 0.472 0.655 0.732 0.371
Test Statistic 0.089 0.084 0.081 0.065
c c
Asymp. Sig. (2-tailed) .051 .081 .108c .200c,d
Table 3:- Normality Test
Source: Analysis Results Using SPSS version 25

The multicollinearity test results showed that all VIF values of each variable had a value <10, so it can be concluded that the
tested data did not occur multicollinearity.

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Volume 4, Issue 12, December – 2019 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
Coefficientsa
Collinearity Statistics
Model
Tolerance VIF
(Constant)
Efficiency 0.785 1.274
Reliability 0.691 1.446
Responsiveness 0.677 1.476
Table 4:- Multicollinearity Test
Source: Analysis Results Using SPSS version 25

Heteroscedasticity test results using scatterplot diagrams show that the points spread up and down the number 0 on the Y
axis, and do not form certain patterns. So it could be concluded that the data tested are free from heteroscedasticity symptoms.

Fig 2:- Heteroscedasticity Test

Source: Analysis Results Using SPSS version 25

C. Hypothesis Test
The results of hypothesis test in this research used the t test, F test and the determination coefficient test. The results of
hypothesis test in this research can be seen in table 5 below.

Coefficientsa
Unstandardized Coefficients
Model B Std. Error t Sig.
(Constant) 1.271 0.121 10.469 0.000
Efficiency 0.302 0.038 7.906 0.000
Reliability 0.154 0.029 5.274 0.000
Responsiveness 0.244 0.026 9.240 0.000
F 149.169 .000b
Adjusted R2 Square 0.819
Table 5: - Hypothesis Test
Source: Analysis Results Using SPSS version 25

From Table 5 above, it can be seen that all t count values of the independent variables has t count values > t table (1.98) and
Sig. = 0,000, so it could be concluded that H1, H2, and H3 in this research were accepted and tested. The regression equation is

Y = 1,271 + 0,302 X1 + 0,154 X2 + 0,244 X3 + e

In F test shows that the calculated F value > F table (2.7) with an Adjusted R2 Square value of 0.819, thus the H4 in this
research was tested, therefore the Efficiency variable (X1), Reliability variable (X2), and the Responsiveness variable (X3) ) has
simultaneously significant effect on the variable E-Customer Satisfaction (Y) of 81.9%.

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Volume 4, Issue 12, December – 2019 International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
D. Correlation between Dimensions
The level of relationship between variables in this research can be seen as in Table 6 below.

Correlations
E-Satisfaction (Y)
Variable Dimension Y.1 Y.2 Sales Y.3 Site Y.4
Convenience Promotions Design Security
X1.1 Easy use .522** .420** .377** .401**
Efficiency (X1) ** **
X1.2 Fastest use .515 .259 .331** .412**
** **
X2.1 Accurate .621 .350 .475** .490**
Reliability (X2) ** **
X2.2 Minimum Error/Zero Mistake .522 .312 .443** .307**
** **
X3.1 Auto Reply System .707 .479 .514** .559**
Responsiveness (X3)
X3.2 Quick Response Facility .654 **
.469 **
.426** .552**
Table 6:- Correlation between Dimensions
Source: Analysis Results Using SPSS version 25

Based on Table 6 above, it is known that the greatest
correlation value between the dimensions in the Efficiency
(X1) variable and the E-Satisfaction (Y) variable is the
X1.1 Easily use with the Y.1 Convenience dimension,
0.522, and included in the level category moderate
influence. This explains that the dimension X1.1 Easily
Use in the Efficiency variable is required for every increase
in E-Satisfaction (Y) especially in the Y.1 Convenience
dimension.
Based on Table 6 above, it is known that the greatest
correlation value between the dimensions in Reliability
(X2) variable and the E-Satisfaction (Y) variable is the
X2.1 Accurate dimension with Y.1 convinience dimension
namely 0.621 and could be said the strong one. This
explains that the accurate dimension X2.1 in the Reliability
variable is indispensable for any increase in E-Satisfaction
(Y) especially in the Y.1 dimension of Convenience.
Based on Table 6 above it is known that the greatest
correlation value between the dimensions in
Responsiveness (X3) variable against the E-Satisfaction
(Y) variable is the X3.1 Autoreply System dimension with
the Y.1 Convenience dimension which is 0.707, and
belongs to the level strong influence catagory. This
explains that the dimension X X3.1 Autoreply System in
the Efficiency variable is indispensable for any increase in
E-Satisfaction (Y) especially in the Y.1 dimension of
Convenience.
E. Priority Scale
The results of the calculation of this priority scale will
be very helpful in developing the Redkendi application
especially to increase customer satisfaction. Calculation of
the priority scale dimension of variable X as it follows:
Correlation coefficient
Dimensions Score
x Regression coefficient
Easy use 0.522 x 0.302 0.157
Accurate 0.621 x 0.154 0.095
Auto Reply System 0.707 x 0.244 0.172
Table 7: Priority Scale Calculation
Source: Analysis Results Using SPSS version 25
Based on Table 7 above, the results can be obtained
that the varable dimension (X3), which is the auto reply
system has the highest score when compared to the other
variable dimension (X1), ease and variable dimensions
(X2) accuracy. This shows that the auto reply system can
be used as the main development priority in the application
or the Redkendi website.
F. Discussion
Hypothesis results show that H1 is accepted and
concluded that Efficiency has a positive and significant
effect on E-Satisfaction, meaning that the better Efficiency
in redkendi applications will increase the E-Satisfaction
customers of PT Redkendi Andalan Mitra. This shows that
the ease and speed of the redkendi application will increase
online customer satisfaction. From the results of the
correlation between dimensions obtained the highest value
of the most dominant is the user convenience
dimension. Eating catering easily in the application,
finding a suitable food menu and the availability of
complaint assistance is the main focus in creating
convenience for customers in using the Redkendi
application so as to increase customer satisfaction. This
result is in line with previous research conducted by Sepni
Lorena (2018) which states that the quality of e-service
quality, one of which is Efficiency influences online
consumer satisfaction.
Hypothesis results show that H2 is accepted and
concluded that Reliability has a positive and significant
effect on E-Satisfaction, meaning that the better reliability
given to the customer, the higher E-Satisfaction of the
customers PT Redkendi Andalan Mitra. From the results of
correlation between dimensions has obtained the highest
value and the most dominant is the accurate dimension. The
accuracy of the available information on the RedKendi
application is the main focus in efforts to increase customer
satisfaction. With adding any information about the
nutritional value of food accurately will makes customers
easily know the intake of food obtained and also has a
positive impact on the performance of employees in
companies that are predominantly factory
workers. Accurate information on applications must be
maintained even better so that online customer satisfaction

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Volume 4, Issue 12, December – 2019
can be increased. The results of this research had support
previous research conducted by Riand et al (2016) which
proves that Reliability influences e-satisfaction. This result
is also in line with the most recent research conducted by
Faruq Ulum and Rinaldi Muchtar (2018) which states that
there is a positive influence of Reliability on e-customer
satisfaction.
Hypothesis results show that H3 is accepted and
concluded that Responsiveness has a positive and
significant effect on E-Satisfaction, meaning that the better
Responsiveness in the application will increase the E-
Satisfaction customers of PT Redkendi Andalan Mitra.
From the results of correlation between dimensions
obtained the highest value of the most dominant is
Autoreply system dimension. Responsiveness or fast
response to the application is the main focus that needs to
be maintained or even improved. The existence of a 24-
hour online custumer service is very helpful to meet
customer needs in redkendi application. Food services
carried out by catering in the company can run 24 hours
with work system of employees per shift, thus catering
services must be in accordance with the order on the
redkendi application. The existence of standby customer
service in the RedKendi application can help the work of
the customers so that increasing responsiveness in this
application will increase customer e-satisfaction. The
results of this research has support previous research
conducted by Puspa Chairunnisa Chesanti and Retno
Setyorini (2016) which proves that e-service quality is one
of the Responsiveness dimension which has a significant
effect on online customer satisfaction.
Hypothesis results show that H4 is accepted and
concluded that Efficiency, Reliability, and Responsiveness
have a significant effect together on E-Satisfaction,
meaning that the better Efficiency, Reliability, and
Responsiveness will increase E-Satisfaction customers of
PT Redkendi Andalan Mitra. Easily use of the application
is very helpful in process of running the steps in the
application. Menu information and nutritional values listed
in the application are important in supporting the
implementation of food in the company's canteen so that
the accuracy of the information presented in the application
must be appropriate and constantly updated. In addition,
fast responsiveness with the implementation of an
automated customer service system that functions for 24
hours will become the main focus in increasing customer
satisfaction. So that the application development features
ease, accuracy and fast response will increase e-satisfaction
in the Redkendi application. The results of this research are
in line with previous research conducted by Shinta
Sekaring Wijiutami and Damayanti Octavia (2017) which
states that there is a direct influence between electronic
service quality variables on electronic satisfaction with
Efficiency, Reliability and Responsiveness variables.
IJISRT19DEC628 www.ijisrt.com
International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
V. CONCLUSIONS AND SUGGESTIONS
A. Conclusions
Based on the results of the analysis and discussion
which described in the previous chapter, then following
conclusions can be drawn:
 Efficiency has a positive and significant effect on E-
Customer Satisfaction at PT. Redkendi Andalan Mitra.
This means that the better Efficiency owned by the
Redkendi application platform, it will increase the
customer E-Satisfaction of PT. Redkendi Andalan
Mitra. To increase customer satisfaction using the
application can built by increasing performance
application quickly and easily.
 Reliability has a positive and significant effect on E-
Satisfaction customers of PT. Redkendi Andalan Mitra.
This can be means that the better reliability given to the
customer, the higher E-Satisfaction to PT.Redkendi
Andalan Mitra.To increase customer satisfaction in
using applications can be realized by increasing the
accuracy of the application and could carry out of its
functions without errors or minimal errors.
 Responsiveness has a positive and significant effect on
E-Satisfaction customers of PT. Redkendi Andalan
Mitra. It means that the better Responsiveness, it will
increase the E-Satisfaction of PT. Redkendi Andalan
Mitra. To increase customer satisfaction in using the
application could be achieved by maximizing the use of
auto reply and quick response facilities that could help
customers to respond to orders or handling complaints
that occur quickly.
 Efficiency, Reliability and Responsiveness
simultaneously have a significant effect on E-
Satisfaction PT. Redkendi Andalan Mitra. This means
that the better Efficiency, Reliability and
Responsiveness, it will increase the E-Satisfaction of
PT. Redkendi Andalan Mitra.
B. Suggestions
Based on the results of research and discussion also
conclusions that have been described above, the researchers
put forward some suggestions that can be used as an advice
as follows:
 Correlation between dimensions test results show that
the dimensions of user convenience on the efficiency
variable has the highest correlation to the convenience
dimension on the e-satisfaction variable, it can be
improved through application development to facilitate
customers, such as: catering features search take
precedence spot in applications, food menus are
summarized, methods payment and complaint
assistance is provided.
 Correlation between dimensions test results show that
the accurate dimensions of the user on the reliability
variable has the highest correlation with the
convenience dimension on the e-satisfaction variable it
could be develop by increasing the actual information
such as nutritional intake value of food in a profesional
way by weighing the food and used as a standard. A
special team is needed to provide the actual calculate
of nutritional content in food.
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 Correlation between dimensions test results show that
the dimensions of the user autoreply system on
responsiveness variables have the highest correlation to
the convenience dimension on e-satisfaction variables,
it can be improved through the development of a feature
in Redkendi applications such as customer service auto
reply feature that could be handling all kinds of
complaints from customers in the application quickly,
precisely and automatically 24 hours without any
manpower handling or standby within 24 hours.
 To support the improvement of this knowledge also to
improving this research, it is recommended for the
next researchers to conduct this research with other
variables such as vendor catering quality and safety or
security to obtain better research results. Future research
could use the additional Y variables, namely Customer
Loyalty so that research will be better with an increased
level of E-Satisfaction.
International Journal of Innovative Science and Research Technology
ISSN No:-2456-2165
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Engineering.
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[13]. Ulum, Faruq dan Rinaldi Muchtar. (2018). “Pengaruh
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